Support Specialist, Workforce

Location: Colony Spaces, Colima, Mexico
Employment Type: Full-time
Compensation: $18,400–$26,250 MXN monthly (depending on experience)
Benefits: Health, dental, vision, life insurance, meal allowance, monthly internet & electricity stipend, mental health support resources, and more

Work Schedule / Hybrid Details:

• Training: First 2 weeks will require Monday–Friday, 8:00 AM – 5:00 PM in-office for onboarding and training.

• Post-Training Hybrid: 2 days in-office, 3 days remote.

• Working Hours: 8-hour shifts aligned to CST timezone. Support is available to clients from 7:00 AM – 7:00 PM CST, so shifts will be scheduled within these hours depending on business needs.

We are looking for a Support Specialist, Workforce to provide outstanding support to our Payroll clients. You will collaborate with sales, implementation managers, and third-party partners to ensure clients have a seamless experience with Payroll solutions.

The ideal candidate is detail-oriented, organized, technically savvy, and capable of managing multiple tickets and tasks simultaneously. Strong communication skills, a solution-oriented mindset, and a passion for helping clients succeed are critical.

Key Responsibilities

• Respond to technical support tickets related to Payroll and Workforce products
• Request and gather information from customers to troubleshoot issues
• Contact customers via phone or screen sharing to resolve problems
• Guide customers on payroll integrations and product functionality
• Diagnose, document, and escalate software defects to internal teams
• Participate in live chat support for real-time customer assistance
• Manage and prioritize a personal queue of support tickets
• Identify gaps in internal or customer-facing documentation and suggest improvements
• Track and share recurring ticket trends with the Implementation Team
• Conduct basic product training sessions for customers as needed
• Collaborate with sales, implementation managers, and third-party partners to ensure client success

Requirements:
• Prior experience with Payroll or HR systems

• Strong attention to detail and ability to troubleshoot technical issues
• Ability to manage multiple tickets and tasks simultaneously
• Proficiency in Excel
• Clear English communication skills (written and verbal)
• Ability to explain technical concepts in simple terms to customers
• Strong technical aptitude and experience working across multiple platforms
• Solution-oriented mindset with the ability to remain calm under pressure
• Strong customer service skills and problem-solving abilities

Nice to Have

• Familiarity with restaurant management systems
• Experience with restaurant labor scheduling or labor management
• Understanding of basic accounting principles and journal entries
• Understanding of labor accruals
• Experience providing software or SaaS technical support
• Experience conducting customer training or onboarding sessions
• Experience working with live chat or multi-channel support environments

Benefits:
• Health, dental, vision, life insurance, meal allowance, monthly internet & electricity stipend, mental health support resources, and more

• Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.

• Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.

As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.